Under limited supervision, assist customers with after sales administrative support. Reply to information requests within one business day. Issue RMAs (Return Material Authorization) for credit & repairs per returns policy and departmental procedures.
• Communicate with customers via phone, fax or e-mail to resolve problems according to department processes. Process requests for after sales support within 8 business hours. • Must be able to process and maintain documents efficiently and accurately. Applies customer service techniques to solve problems for demanding customers. • Be able to communicate effectively in both written and verbal correspondence with customers concerning returns. • Ensure all departmental and company-wide processes and procedures are followed in accordance with our ISO documentation. • Provide administrative support for repair technicians. • Maintain RMA records in ERP system (and in hard copy as required). Maintain files to allow ready retrieval of information pertinent to the RMA. • Interact with other departments to ensure delivery or help to resolve issues where RMAs are involved. • Process defective material per the OTV (Out to Vendor) guidelines. • Submit repair estimates and request payment for non-warranty repairs. Follow up with customers weekly until PO / disposition received. • Understand & use ERP system for order maintenance, problem solving, and information extraction as needed. • Work in a team environment and promote customer relations. • Provide regular status reports per customer requests. Participate in QBR or other customer reviews, use ERP data & reporting to summarize business health. • Acts as a resource for other Customer Service Admins; provide guidance on policy, procedure, and problem solving. • Works with management and repair techs to meet turn time goals. • Finds creative solutions for unusual customer issues, considers cost & revenue impact when making decisions. • Requires excellent problem solving skills, and the ability to "think outside the box" when needed. Evaluates and approves SCC (Special Customer Consideration) for exceptions to policy with management direction. • Evaluates products and processes for quality and efficiency, and makes suggestions for improvement. Uses ERP data or issue criticality / severity to identify and escalate issues for resolution. • Uses CAR, ECR, and Service Escalations as needed for continuous improvement and to meet customer requirements.
• High school diploma or general education degree (GED) • Eight (8) years related customer service experience and/or training; or equivalent combination of education and experience. • Experience with Windows PC's and common business software - Excel, Word, Outlook, Powerpoint. Statistical analysis, report preparation a plus. • Excellent oral, written, and communication skills. • Detail oriented and the ability to multi-task. • Effectively interact with all levels of internal & external contacts. • Strong organizational skills, able to manage priorities and workflow. • Versatility, flexibility, and a willingness to work with changing priorities with enthusiasm. • Project management skills. • Ability to lift up to 20lbs.
To apply reference job code CSA3. Please include your current salary and your salary expectations. If you need any assistance in applying for a position with Kontron America, please email email@example.com or call Human Resources at (858) 677-0877 and direct assistance will be provided. Kontron is listed on the German TecDAX stock exchange under the symbol “KBC”. Kontron America, Inc. is an Equal Opportunity Employer. We encourage Minorities, Females, Disabled and Veterans to apply.